Call Queue Teams decline button answering calls

Copper Contributor

Several times, I’ve noticed that when I hit the “decline” call icon, Teams voice answers the call. I have the "opt-out" disabled for the call queue.  Shouldn't I still be able to decline the call?  

1 Reply

Hi @padams220 ,


If you have the "opt-out" feature disabled for the call queue in Microsoft Teams, it means that you have chosen not to exclude yourself from receiving calls from the queue. However, it should still be possible for you to decline incoming calls if you wish to do so.

If you're experiencing a situation where hitting the "decline" call icon does not actually decline the call and instead connects you to the call, it could be a technical issue or a bug in the software. To troubleshoot this problem, you can try the following steps:

1. Check for updates: Ensure that you have the latest version of the Microsoft Teams application installed on your device. Sometimes, software updates include bug fixes that can resolve such issues.

2. Restart the application: Close the Teams application completely and reopen it. This can help refresh the software and resolve any temporary glitches.

3. Clear cache and data (mobile app): If you're using Teams on a mobile device, clearing the cache and data of the Teams app can sometimes resolve issues. Go to your device's settings, find the Teams app, and clear its cache and data.

4. Reinstall the application: If the issue persists, try uninstalling and reinstalling the Teams application on your device. This can help fix any corrupted files or settings that may be causing the problem.


Remember to double-check your Teams settings to ensure that the "opt-out" feature is indeed disabled for the call queue if you want to receive calls. It's possible that the issue may be related to a misconfiguration in your settings, so verifying them can be helpful as well.


Please use the link below to configure call queue:




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